Application Notes for Symon Enterprise Server with Avaya IQ 5.2 Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Symon Enterprise Server with Avaya IQ 5.2 Issue 1.0 Abstract These Application Notes describe the configuration steps required for Symon Enterprise Server to interoperate with Avaya IQ via rt_socket interfaces. The rt_socket interfaces, developed by Avaya Professional Services organization, provide real-time data related to agents, queues, and routing points. Information in these Application Notes has been obtained through compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab. 1 of 26

2 1. Introduction The following diagram provides an overview of Symons' products and the integration with the Avaya IQ. Figure 1: Symon Enterprise Server Integration to Avaya IQ Symon Enterprise Server (SES) integrates with an Avaya Aura Communication Manager (functioning as an Automatic Call Distributor (ACD)) via Avaya IQ. The integration is done using the TCP/IP Collector in SES and custom adapters on Avaya IQ. SES can monitor real time statistics that are available from Avaya IQ. The TCP/IP Collector on SES is configured via Portal Administrator which can run on SES or as a remote client. The rt_socket adapters on Avaya IQ, developed by the Avaya Professional Services organization, open custom reports that contain the statistics SES uses for real time monitoring (e.g. wallboard). All statistics received by SES can be viewed using the Portal Data Viewer, a debugging tool provided as part of SES. The following rt_socket adapters covered in this compliance test included: Agent Adherence Interface Agent Performance Interface Queue Performance Interface Routing Point Performance Interface 2 of 26

3 2. General Test Approach and Test Results DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent to the interoperability of the tested products and their functionalities. DevConnect Compliance Testing is not intended to substitute full product performance or feature testing performed by DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or completeness of a DevConnect member s solution Interoperability Compliance Testing The feature test cases were performed manually. Incoming calls were made to the measured routing points, queues, and agents to generate data to the SES. Manual call control functions such as answer, hold, resume, and disconnect, along with agent work mode changes including login, auto-in, manual-in, after call work, auxwork, and logout were exercised as necessary to populate specific fields in the reports. The serviceability test cases were performed manually by disconnecting and reconnecting the LAN cable to SES, rebooting SES, and by restarting the Avaya IQ adapters. For each field in the tested interfaces, the displayed data was compared between the Avaya IQ standard reports, the data generated by the Avaya IQ adapters, and the data displayed at SES. The data generated by the Avaya IQ adapters was monitored using a utility provided with the rt_socket adapters. SES was monitored using their portal data viewer. The interoperability compliance test included feature and serviceability testing Test Results The Symon Enterprise Server successfully passed the compliance test. All the four rt_socket interfaces including Agent Adherence Interface, Agent Performance Interface, Queue Performance Interface, and Routing Point Performance Interface were verified. The following observations were made during the compliance test: All data sent by the Avaya IQ rt_socket adapters is sent as ASCII text. If Symon report fields are configured as integers. The field is limited to 4bytes. If the field value is exceeded, the received data will be mismatched and cause the report to be improperly displayed. Activation of SES Debug occasionally crashes Portal Admin and will require a restart of the Portal Admin. Note: This event does not have any service impact on data collection. All the fields above refer to the data received by SES from Avaya IQ Support Technical support from Symon can be obtained through the following: 3 of 26

4 Phone: 1 (877) 789-TECH (8324) support@symon.com 3. Reference Configuration Figure 2 below shows the compliance testing configuration. The Avaya IQ, Oracle database server for Avaya IQ, Avaya Communication Manager ACD, telephones, user PCs and SES all reside in the same network. Figure 2: Symon Enterprise Server with Avaya IQ Test Configuration On the Avaya Aura Communication Manager, relevant skills and Vector Directory Number (VDN) objects are configured to be measured for Avaya IQ. When a call travels through a measured object on Avaya Aura Communication Manager, the ACD related data is sent to the Avaya IQ. Avaya IQ sends updates for agents, queues, and routing points to SES periodically. During the compliance testing data was sent every 5 seconds. The Avaya IQ 4 of 26

5 standard reports and a utility tool included with the Avaya adapter software were used to validate the accuracy of data generated by Avaya IQ and displayed by SES. 4. Equipment and Software Validated The following equipment and software were used for the test configuration: Equipment Avaya S8300D Server running Avaya Aura Communication Manager Avaya G450 Media Gateway MGP MM710 T1 Module MM712 DCP Media Module MP80 VoIP-DSP Dell R610 Avaya IQ All-In-One server Software Avaya Aura Communication Manager with service pack ( ) HW 2 FW HW 5 FW 22 HW 7 FW 14 HW 6 FW 67 Avaya IQ _10991_14975_SP2 Red Hat Enterprise Linux Server release 5.5 (Tikanga) RT_Socket Interface Version (26 March 2012) Oracle Version Symon Enterprise Server Avaya 96xx H.323 Telephones Avaya one-x Deskphone Edition S3.104S Avaya 96x1 H.323 Telephones Avaya one-x Deskphone Edition S Configure Avaya Aura Communication Manager The detailed administration of contact center objects and connectivity between Communication Manager and Avaya IQ are not the focus of these Application Notes and are not described here. For administration of contact center objects and connectivity to Avaya IQ, refer to the appropriate documentation listed in Section 11. In order for the data of a queue or a routing point to be collected and forwarded to Avaya IQ, the measured field on the corresponding skill and VDN forms must be set to external. For administration of the measured field for a skill and a VDN, refer to the appropriate documentation listed in Section Configure Avaya IQ The administration of Avaya IQ to support its normal functions is not the focus of these Application Notes and is not described here. This section provides the additional configuration as required for supporting Symon Enterprise Server integration, which includes the following: 5 of 26

6 Activate the real-time socket adapter 6.1. Activate real-time socket Adapter Four rt_socket real-time adapters are installed in Avaya IQ to support SES integration. Activate adapters: Start the APS Interfaces Menu by logging in to Avaya IQ as psadmin using an SSH client. Select 1 for the Realtime Socket Menu 6 of 26

7 From the RT_Socket menu screen, choose 2 to stop all sessions. Each session corresponds to one real-time interface for an ACD data source. Once all sessions are stopped, press Enter to continue. 7 of 26

8 From the RT_Socket menu screen, choose 1 to start all sessions. 8 of 26

9 Once all sessions are started, press Enter to continue and then Q to quit and return to the APS Interfaces Menu. 9 of 26

10 7. Configure Avaya IQ Adapters The following parameters are configurable for the Avaya IQ adapters and are customized for each different environment. Timezone for the reports Sliding window size Avaya IQ login/password Delimeter Data source name Report type : agent, queue, or routing point IP address and port of the application Avaya IQ adapter configuration should only be performed by the Avaya Professional Services organization. Please refer any questions about adapter configuration to Avaya Professional Services. 10 of 26

11 8. Configure Symon Enterprise Server (SES) This section describes how to configure the Symon Enterprise Server Configure TCP/IP Collector Start Portal Administrator by clicking Start All Programs Symon Enterprise Software Portal Admin. In the PortalAdmin-Server: Local page, select the Add TCP/IP button in the left pane to add a TCP/IP Collector. After the Add TCP/IP Collector screen pops up, enter the name of the collector and click Next. 11 of 26

12 On the next screen enter the port number and click Next. 12 of 26

13 On the next screen enter the delimiter ( ) and click Next. 13 of 26

14 On the next screen enter the End of Data marker and click Next. In this compliance test ==EOD== is sent as the End of Data marker by the Avaya IQ rt_socket adapters. 14 of 26

15 On the next screen set the Section Header. This will be used to identify a group of fields to be monitored. Enter the name of the Section Header. Click Add to List, then click Next. 15 of 26

16 On the next screen add the fields that will be monitored in the Section. Select the Section Header for this field, enter a name, select a Data Type and define the order, then click Add. Repeat this process on the same page until all of your fields have been added. Note: Check the Key box if this field will be used by the collector to associate incoming data with this report. At least one key is required for each section. Click Finish after all of your fields have been added. You should see the newly configured collector show up in the pane right of the Collectors bar. 16 of 26

17 Right-click on TCP/IP Collector and select Activate. In this compliance test 4 collectors were configured and verified. See Section 9 for verification steps. 17 of 26

18 8.2. Publish Keys for TCP/IP Collector From the list of collectors double click "TCP/IP Collector" and highlight the section. In this example the section name is agent. From the right most pane click "View Keys" button, (Not Shown). The KEYS window shown below is displayed. Check the Publish All Keys box, and click "Save". Note : All keys are now automatically published by the collector. 18 of 26

19 9. Verification Steps This section describes the steps to use to verify proper configuration of Avaya IQ and the Symon Enterprise Server Verify Avaya IQ Adapters Use an SSH client o verify the real-time interface, Start the APS Interfaces Menu by logging in to Avaya IQ as the psadmin user. Select 1 for the Realtime Socket Menu 19 of 26

20 9.2. Verify Avaya IQ Adapters From the RT_Socket Menu screen (not shown), choose 7 to verify the each of the rt_sockets are configured to connect to SES. Validate the IP address, port, and report for each connection. The screen capture below shows each of the four sessions used in this compliance test. Press Enter to continue. From the RT_Socket Menu screen, choose 3 to check the status of the sessions. Each session corresponds to an interface for an ACD data source. Ensure that each session required is running and connected to the Symon Enterprise Server application. 20 of 26

21 The screen capture below shows sessions one through four running and connected to Symon Verify Symon Enterprise Server This section describes how to verify proper functionality of SES Verify Collector State The Collectors can have the following states: Inactive Collector is administratively inactive. Open Collector is administratively active but not receiving data. Active - Collector is administratively active and receiving data. No State Collector has no state. Note: For proper functionality Collector should be in Active state Verify Collector Data Using Debug Right-click on the TCP/IP Collector (Not Shown) to go to TCP/IP Collector Properties, and select Debug Tracking Page. 21 of 26

22 Click the Start Debug Log button to verify the data coming from Avaya IQ. 22 of 26

23 Note: This example shows data received from the Avaya IQ rt_socket adapters. The pipe symbol, field names, and ==EOD== were set earlier in the Symon TCP/IP Collector configuration to match what is being sent by Avaya IQ. 23 of 26

24 Verify Collector Data Using Portal Data Viewer Start the Portal Data Viewer by clicking Start All Programs Symon Enterprise Software Portal Data Viewer. Open the appropriate folders for viewing data. The following example displays the agent adherence values. 24 of 26

25 10. Conclusion These Application Notes describe the configuration steps required for Symon Enterprise Server to interoperate with Avaya IQ Release 5.2 via custom developed real-time rt_socket interfaces. Compliance testing that was based upon the specified configuration has been completed successfully. 11. Additional References This section references the product documentation relevant to these Application Notes. [1] Administering Avaya Aura Communication Manager, June 2010, Release 6.0, Issue 6.0, Document Number , available at [2] Avaya IQ Standard Reports, Release 5.2, April 2012, available at [3] Administering Avaya IQ, Release 5.2, August 2011, available at [4] Symon- 25 of 26

26 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DevConnect Program at 26 of 26